UNS — The Monetary and Fiscal Studies Research Group Faculty of Economics and Business (FEB) Universitas Sebelas Maret (UNS) Surakarta held a Community Service Program (PKM) through Excellent Service Training on Wednesday (7/7/2021). The program was implemented in the Sharia Savings and Loans Cooperatives (KSPPS) Baitul Maal wa Tamwil (BMT) Kube Colomadu Sejahtera. The training was delivered in mixed online and offline methods to improve the human resource quality in the cooperative employees.
The PKM FEB UNS consists of Dr. Siti Aisyah Tri Rahayu, M.Si., Drs. Sutanto, M.Si., Lukman Hakim, S.E., M.Si., Ph.D., Dr. Mulyanto, M.E., Riwi Sumantyo, S.E.M.M., Ariyanto Adhi Nugroho, S.E., M.Ec., Dev., MAPPI (Cert)., Hery Sulistio Jati Nugroho Sriwiyanto, S.E., M.S.E , Dr. Tetuko Rawidyo Putro, S.E., M.Si., and Johadi, S.E., M.Sc.
The focus of the training is to improve employee’s performance and promote employee’s comprehension of the importance of excellent services in the interaction between internal and external parties. The materials delivered in this training covers access to the financial institutions, both conventional and sharia. The training also develops employees’ understanding that customers are diverse individuals with diverse needs and perceptions on products or services and equip employees with the comprehension of excellent services.
“Participants are expected to provide excellent services, understand the factors that affect customer’s satisfaction, and various methods to assess excellent services and to handle diverse complaints,” Dr. Aisyah explained.
Two speakers with competency in finance and banking delivered the materials from academics and practitioner’s perspectives. The first speaker was the faculty member of FEB UNS, Lukman Hakim, S.E., M.Si., Ph.D., who explained the risks faced by the financial institution, in this case, KSPPS/BMT as a sharia financial institution. The second speaker was banking practitioner Ita Jaya Puspitarini, S.Psi., M.M., an excellent banking service expert serving as Service Development Leader BNI Surakarta.
The training serves as a means for BMT to improve their human resources and service quality for customers. Good service excellent will build customer satisfaction that will increase BMT customers and increase the third-party fund collected by BMT to be distributed to the third parties that need funding. The customer growth will also increase BMT profit. This training is expected to motivate and improve employee skills that will improve the service quality of sharia financial institutions in the global era. Humas UNS
Reporter: Rangga Pangestu Adji
Editor: Dwi Hastuti